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quick response
What do you like best about the product?
They are responsive and helpful. If I have any issues I can rest assured that they will try to find a solution for us. overall we have not had any issues with the platforms.
What do you dislike about the product?
I'm very happy! we like the platform! No issues with it so far.
What problems is the product solving and how is that benefiting you?
helped us set up the platform.
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Easy and quick software
What do you like best about the product?
It is very fast and easy to use. Tickets get created immediately and are very simple to understand within the website experience.
What do you dislike about the product?
The ticket copy recieved in emails is very confusing to understand.
What problems is the product solving and how is that benefiting you?
We are using zendesk to streamline the ticketing system to communicate better internally and externally
Receiving support is challenging and the new layout is also difficult to navigate.
What do you like best about the product?
Zendesk is relatively easy to use after you get used to it. I appreciate its phone call support and the Answer Bot, which has successfully assisted thousands of our users in resolving their own inquiries.
What do you dislike about the product?
We encountered a problem with our emails being sent to junk/spam folders or not being sent at all. We faced slow response times from Zendesk Support, and after a month, the issue remained unresolved and even worsened. Additionally, the new layout is disliked by my entire team. We are eager to have the ability to customize the layout.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite is great for configuring the languages the help center and Zendesk Support offer, especially as we expand into new markets. However, I find dynamic content confusing and have not yet had the opportunity to use it. The Zendesk Support team actually advised against using it if it's not already a part of our workflow.
Very Good Help Desk Software
What do you like best about the product?
Zendesk has some easy-to-use tools and automation. I like how certain tickets and common questions can be automated.
What do you dislike about the product?
I wish Zendesk tide more into teams and other direct messaging apps. From what I see email is one of the only ways to automatically create a ticket outside of zendesk.
What problems is the product solving and how is that benefiting you?
It is helping us get statistics on the type of issues comming in and it does give us the freedom to change it around.
Zendesk has some great tools for supporting our business needs
What do you like best about the product?
The ticketing system allows us to accuratley keep track of our business processes and is important for our record keeping purposes
What do you dislike about the product?
Some of the reporting tools are not the most intuitive can be a bit confusing especially for people not familiar with the system
What problems is the product solving and how is that benefiting you?
Zendesk allows us to provide help to our customers while also keeping an accurate record of those conversations which help for record keeping purposes
Easy-to-configure Solution with frequent product upgrades, that needs improvement in reporting
What do you like best about the product?
They frequently add new features based on changing needs of the marketplace and customer feedback. It's easy to configure things for your account and manage users, and I also find the Help Desk articles very helpful.
What do you dislike about the product?
I really dislike the Explore reporting platform; Insights was much more robust and user-friendly. Creating your own dashboard is PAINFUL (slow, clunky, glitchy) and feels outdated.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
What problems is the product solving and how is that benefiting you?
Allows all customer service agents to have visibility of all current and historical cases (email inquiries) per user so they can share updates on inquiries with a customer even if they are not the one managing the inquiry. Tracks resolution time, and allows for CS agents to focus on the cases that they should be working on by setting custom views.
Great Helpdesk Solution
What do you like best about the product?
Setup is intuitive. With assistance from Zendesk team we were able to stand up our instance fast and efficiently. Zendesk documentation is outstanding as well. You can always find a good reference for anything that you are trying to do. System is also very easy to navigate for teh Agent as well as the customer!
What do you dislike about the product?
For teh most part, Zendesk has been great. We have run into a few quirks during setup but were able to engage teh Zendesk support team to come up with some work-arounds.
What problems is the product solving and how is that benefiting you?
Without question, Zendesk has solved our issues with transparency around ticket status, and communication with our end users. The ticket flow is also much improved amoung the Agents. We had been using Request Tracker for years and got mostly complaints from our end users, not to mention it was horrible on the agent side.
Good tool for complete CS workspace
What do you like best about the product?
The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U.
What do you dislike about the product?
That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live.
What problems is the product solving and how is that benefiting you?
With the inclusion of AI and automations it is helping us keep a small team while not affecting our customer experience.
Great Product
What do you like best about the product?
I really like how clean and simple Zendesk is for agents. There isn't a lot of unnecessary buttons that clutters the screen.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
What do you dislike about the product?
I am dissapointed that so many features are locked behind higher tiered plans. Features like SLAs, CSAT surveys, Side Conversations, Custom Reporting etc. should be universal features.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
What problems is the product solving and how is that benefiting you?
Its great to have as a CRM tool because everyone can easily see all the tickets and see other tickets from the same customer. Its nice to have the Knowledge base connected to the CRM in a really clean and simple way. Its very easy to see and understand what is happeneing with a smaller team and program.
Makes it easy to setup and create a service desk and knowledge base for our customers
What do you like best about the product?
Onboarding customers into the support service desk is seamless and easy. The knowledge base tools are easy to use and customize. This is for you if you are looking for a support ticketing system.
What do you dislike about the product?
The live chat messaging is rough around the edges and does not offer many features like the competitors in the support software space.
Creating holiday auto-responding is challenging.
Creating holiday auto-responding is challenging.
What problems is the product solving and how is that benefiting you?
It helps us triage support requests from our customers. It also allows our customers to track their support requests' status from submission to completion. We also needed a knowledge base that only our enterprise customers could access.
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